amper sistemas_201201_rfq basic home station_rev5

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    RFP Vendor Selection Basic Home Station PO-03-1981/1 page 1 from 60

    CONFIDENTIAL

    The information contained in this proposal and any related discussions or documents produced by Telefnica or their

    advisers are confidential and proprietary information. The information is subject to confidentiality restrictions between

    the parties and should only be circulated to those on the RFQ team. Copies of confidential documents must be

    returned at the end of the supplier's involvement in the response process.

    This RFQ is subject to the terms of the non-disclosure agreement (NDA) entered into by you with TELEFONICA

    Madrid,21st

    of February, 2012

    - Telefonica -

    VENDOR SELECTION PROCESS FOR

    BASIC HOME STATION

    You have been identified as a potential supplier with the capability to deliver goods or services to any of

    Telefonica Subsidiaries. Accordingly, we would like to invite you to respond to this Request for

    Proposal (RFQ) by 16th of February, 2012

    AMPER SISTEMAS

    In the event that there is an alternative division or subsidiary of your company more suitable to deal with this RFQ, I

    would be grateful if you would pass this RFQ on to the relevant division or subsidiary and advise us accordingly with

    the relevant contact details. This exercise is entirely subject to contract.

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    .

    Table of Contents

    1. Overview ...................................................................................................................... 4

    2. Non Functional Considerations .................................................................................. 11

    3. Functional Requirements ........................................................................................... 11

    4. Technical Requirements ............................................................................................ 27

    5. Testing & Acceptance (Certification and Field Trial) .................................................. 29

    6. In Life Management ................................................................................................... 31

    1.1. Management Summary ........................................................................... 5

    2.1. Non-Functional Requirements ............................................................... 11

    3.1. Definition .............................................................................................. 11

    3.2. Service Integration ................................................................................ 12

    3.3. Service Description ............................................................................... 18

    3.4. Casing Design ...................................................................................... 20

    3.5. Labels .................................................................................................. 20

    3.6. Remote Management ........................................................................... 21

    3.7. Connectivity .......................................................................................... 21

    3.8. Hardware ............................................................................................. 24

    3.9. Standard Packaging ............................................................................. 25

    4.1. Quality Assurance ................................................................................ 28

    4.2. Initial Training ....................................................................................... 28

    4.3. Security Requirements ......................................................................... 29

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    7. General Information to be provided by the vendor ..................................................... 51

    8. Commercial Model, Pricing & TELEFONICA Standard Agreement ............................ 52

    9. Extra Quotation .......................................................................................................... 59

    10. Schedules .................................................................................................................. 60

    6.1. General Supplier Management ............................................................. 31

    6.2. In Life Change Management ................................................................. 31

    6.3. Service Delivery ................................................................................... 33

    6.4. Service Governance ............................................................................. 33

    6.5. Operational Reporting Requirements .................................................... 36

    6.6. Incident Management ........................................................................... 37

    6.7. Problem Management .......................................................................... 41

    6.8. Release Management ........................................................................... 42

    6.9. Availability Management ....................................................................... 44

    6.10. Support and Maintenance ..................................................................... 45

    6.11. Service Level Agreement ...................................................................... 48

    6.12. Assumptions and Obligations ................................................................ 48

    6.13. Maintenance of existing equipment production ...................................... 496.14. Ensuring compliance with the roadmap of product ................................ 49

    6.15. Warranty .............................................................................................. 49

    6.16. Specific Developments ......................................................................... 50

    8.1. TELEFONICA Purchasing Terms .......................................................... 52

    8.2. General Commercial Terms and Pricing Proposal ................................. 52

    8.3. Particular Commercial Terms for SPAIN ............................................... 558.4. Particular Commercial Terms for CHILE................................................ 55

    8.5. Particular Commercial Terms for BRAZIL .............................................. 56

    8.6. Particular Commercial Terms for ARGENTINA ...................................... 56

    8.7. Particular Commercial Terms for COLOMBIA ....................................... 56

    8.8. Particular Commercial Terms for PERU ................................................ 57

    8.9. Preference Customer conditions ........................................................... 57

    8.10. TELEFONICA Policies .......................................................................... 58

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    1. Overview

    COVER LETTER

    AMPER, S.A. through its subsidiary company AMPER SISTEMAS, S.A. is pleased topresent to TELEFNICA its proposal to the RFQ for the product called BASIC HOMESTATION.

    We present the product BHS-12M-L like an evolution of ASL-26555 (BHS ADSL v1),which has been homologated in Telefnica Group and it is being supplied in different

    countries.

    Amper BHS-12M-L is based on RALINK chipset (formerly TRENDCHIP) and it is100% compliant with the quality of components, features and accessories request inthis RFQ.

    As a cheaper option we present the product BHS-12M. Amper BHS-12M is based onRALINK chipset (formerly TRENDCHIP), cumply with the features and accessoriesrequest in this RFQ and includes the current certified PSU.

    We presented to Telefnica last November 2011 a proposal similar to BHS-12M withthe PSU included in BHS-12M-L.

    AMPER has the capability today to support the offered products at all phases of itslife, not only in Europe but also in other countries (Argentina, Brazil, Chile, Colombiaand Per).

    The Management Summary attached to this cover letter, summarizes the content of

    the Project. In the rest of the attached documents is a detailed response to all issuesraised in the RFQ specifications.

    AMPER would like to thank TELEFNICA giving us the opportunity to participate inthis RFQ.

    Madrid, 21st February 2012

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    1.1. Management Summary

    In response to your invitation to the Request for Proposal (RFQ) to participate in the

    providers selection process for the project Basic Home Station (BHS), Amper is pleased

    to attach our best proposal, complying all requirements contained in this RFQ and thecertainty that it will be completely satisfactory for Telefnica.

    Amper is presenting this proposal as the result of their collaboration with leading

    manufacturers of ADSL CPEs for China and Taiwan as well as with leading chipset

    manufacturers for these products.

    In this partnership model is combined commitment, experience and knowledge of Amper

    like global supplier of Telefnica with the experience of its manufacturing partners and

    developers SW for CPE's for ADSL, and knowledge and support from the manufacturer of

    chipset used in the product offered. Amper pioneered the introduction of ADSL Router in

    Telefnica. Currently has over 9 years as a reliable supplier.

    The companies selected as manufacturing partners have a long tradition as leaders in the

    manufacture of these products in Taiwan and have factories in China, with experience and

    production capacity of several million units per year.

    1.1.1 Offered model

    Amper presents the following model:

    BHS-12M-L, based on Ralink (Trendchip) chipset.

    The basic performances of BHS-12M is:

    - Router ADSL/ADSL2+

    - 4 Ethernet ports 10/100 in the LAN

    - Wireless LAN 802.11n , 2,4 GHz , 2TX2RX

    - USB host port (to support 3G USB dongle , Printer sharing, disk sharing)- TR069, WPS

    - User Interface according Telefnica requirement

    1.1.2 Architecture and interfaces

    The proposed solution is based on an existing product and fully operative, using main

    chipset from Ralink (Trendchip), 8 (16) MB Flash and 32 MB SDRAM.

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    The operating system is Linux based, which is a proven stable solution for ADSL routers and

    allows easy enhancement of features list.

    Following interfaces are available:

    1 x RJ11 ADSL connection.

    4 x RJ45 Ethernet 10/100 BaseT LAN port.

    1 x USB Host.- Back up 3G connection/printer sharing/disk sharing.

    2 Antennas for Wifi 2,4 Ghz.

    6 LEDs on frontal part for status checking ( Power, Wifi, 3G, Internet, LAN, DSL )

    Wifi ON/OFF /WPS button.

    Reset micro button.

    ON/OFF button on back panel.- External power adaptor (wall type), following the requirements of each country.

    1.1.3 Packaging

    The standard packaging includes:

    - Router Basic Home Station, with housing to be defined by Telefnica

    - Power Supply, according with the normative of each country

    - Telephony cable (1,5 m , grey)- Ethernet Cable (1,5 m , yellow)

    - 1 ADSL microfilter, certified by Telefnica

    - Installation guide (8 pages, black& white printer)

    - Warranty card

    - Labels

    - Neutral box

    - 4 colour sleeve

    Optionally the proposal includes quotation for a CD and extra micro filters.

    1.1.4 Normative

    The product will comply with European requirements in relation with environment,

    being RoHS compliant.

    The offered products will provide security and EMC certificates requested in Europe

    and Latin America: CE Mark, FCC part 15.

    Additionally, Amper agrees to get, for offered products, all official required

    certifications and homologations, according laws, for all countries where the BHS is

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    supplied: ANATEL in Brazil or IRAM in Argentina.

    1.1.5 Sw architecture

    1.1.5.1 Operative System and Basis SW

    Based on OS Linux

    1.1.5.2 User Interface

    Amper Basic Home Station (BHS) is supplied with the User interface based on

    HTML/Java Scrip designed by Telefnica.

    1.1.6 Project plan

    Amper BHS product is already developed and certified according the specifications from

    Telefnica.

    1.1.7 Supplying conditions:

    Supplies scope: The offered product will be supplied according the packaging defined in point

    1.1.3 of this document (packaging).

    Additional requirements for each country (CD, additional microfil ters or RJ11 adapters, printer

    manuals, etc), that have not been requested in the standard packaging, will be quoted

    separately.

    1.1.8 Prices of the offered product

    In the Price Book are included the best prices of Amper for the proposed model.

    1.1.9 Delivery times

    Delivery time: Deliveries 8 weeks FOB after order (with Rolling Forecast of 12 weeks).

    Deliveries CIF: (sea transport) between 4 and 5 weeks additional, depending on destination

    country (Europe: 4 weeks, Latam: 5 weeks.).

    Deliveries capacity:

    More than 330K/month.

    1.2.1 OFFERED SERVICES DESCRIPTION

    Amper offered services for current RFQ are detailed as follows:

    1- Technical Certification support: Amper offer technical support in Spain, in Brazil and in Latin

    American countries where Amper has local presence.

    2- Field trial support: One person per territory local support.

    3- Commercial deployment support: Support level 1 in all countries. Support in level 2 and 3 in

    Spain. Commercial support during all product life time,4- Training support: Amper could offer training support during certification, support to Brazil and

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    Spain staff. During field trial, support to Telefnica staff in each country. In deployment, support

    to cities indicated for each country.

    5- DDP selling condition. Commercial channels

    In order to provide the equipments in DDP conditions to Telefnica, as well as offer the

    required post-sales service, Amper offers to Telefnica the following commercial channels in all

    countries described in RFP:

    Spain: The headquarter is situated in offered Company, Amper Sistemas. Headquarter in

    Madrid, Technical and Commercial project management. Technical support capacity levels 2

    and 3. Call-center for post-sales service.

    Brazil: Medidata

    Medidata, subsidiary company of Amper, is an integration Company of data and Systems

    Communication Networks. The headquarter is in Sao Paulo, and operates in informatics

    market in Brazil since more than 30 years.

    One of its main customers is Telefnica de Brasil (Telesp).

    Argentina: Desca

    DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per,Venezuela, Trinidad y Tobago and EE.UU.

    DESCA is a system integrator that provides Infrastructure and Telecommunications Solutions

    that enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.

    The main office is located in Torre Alem Plaza, Av. Leandro, N. Alem 855, Piso 25, 1001.Buenos Aires, Argentina. Telfono: + 54 (11) 4590.3600

    Chile: EBS Tecnologa Ltda

    Amper has currently a commercial agent in Chile; EBS Company. Amper has commercial

    agreements since 2006 in order to comply the local representation in Santiago de Chile city

    for providing commercial and logistic supports with Telefnica Chile.

    Per: Desca

    DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per,Venezuela, Trinidad y Tobago and EE.UU.

    DESCA is a system integrator that provides Infrastructure and Telecommunications Solutionsthat enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.

    Desca opened the office in Lima last November 2011.

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    Colombia: Desca

    DESCA is a part of Ampers Group since June 2010. DESCA has more tan 1,000 employeesand has presence in 17 countries: Argentina, Bolivia, Brasil, Colombia, Costa Rica, RepblicaDominicana, Ecuador, El Salvador, Guatemala, Honduras, Mxico, Nicaragua, Panam, Per ,Venezuela, Trinidad y Tobago and EE.UU.

    DESCA is a system integrator that provides Infrastructure and Telecommunications Solutionsthat enable their clients to increase earnings by rendering new and improved services to theircustomers, optimize operating costs and Increase the levels of customer Loyalty &Satisfaction.

    The main offices are located in:

    Desca Bogot

    Direccin: Carrera 7 No 71-52, Torre A, Piso 11, Bogot D.C., Colombia.

    Telfono: + 57 (1) 376.6900

    Desca Medelln

    Direccin: Edif. Bamb, Cra 43A No. 1 Sur 106 Oficina 20. Medelln, Colombia.

    Telfono: + 57 (4) 312.3073

    Desca Cali

    Direccin:Centro Empresa, Cll 64 Norte No. 5B 146 Oficina 405c, Cali, Valle. Colombia.

    Telfono: + 57 (2) 665.9593

    1.3.1 Property of products to be supplied

    The product to provide is a result of collaboration between Amper and themanufacturing partners in China. The property rights will be of the partners. Amper will

    be the exclusive vendor.

    1.4.1 Business Declarations

    Amper stated its willingness to contribute to the development of Telefnica's business in

    all countries covered by this RFP, as well as Telefnica to provide the best response to

    future according to changes and evolution required by the product

    1.5.1 The top five differentiators from competitors

    1.- Amper is since 53 years a reliable supplier of Telefnica. We are backed up more

    than 50 years. Maximum commitment with Telefnica, as a consequence of our link as

    our main customer.

    2.- Amper has knowledge of the operation of Telefnica in Spain and in all TLATAM

    countries, which currently is a supplier of various products in the following countries:

    Spain, Brazil, Argentina, Chile, Peru and Colombia, which allows for also carry out

    supplies and services required in this RFQ.

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    3.-. Amper and its partner manufacturer for this project combines the Ampers

    experience like Telefnicas global supplier and partners manufacturers experience in

    the manufacture of many millions of units of simi lar products .

    4.- The offered product is an existing and consolidated product that complies with

    Telefnica requirements.

    5.- Solid financial position of all the members of partnership, that guaranty a long term

    supply and evolution of this products.

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    2. Non Functional Considerations

    The response section of this RFQ is split as follows:

    Non functional these are intended to provide the basis to shape the proposal.

    These are expected to have a simple compliancy statement that can be clearly

    referenced back from the description of the solution in the delivery section

    2.1. Non-Functional Requirements

    Summary Telefonica non-functional requirements to which the current platform / solution adheres

    Id # Requirement Comment

    Req 1 The supplier accepts to use and work via Telefonica E-

    commerce Platform, which is requested by Telefonica, as

    described in Schedule 3.

    FULLY COMPLIANT

    Req 2 The supplier deliver the Environmental Declaration

    Questionnaire filled-out as described in Schedule 4.

    FULLY COMPLIANT

    Req 3 The supplier accepts conditions of governance of this RFQ

    as described in section 1.3 General Proposal Instruction

    FULLY COMPLIANT

    3. Functional RequirementsPlease find below all the functional requirements.

    It is required to the vendor to answer in the column Comment of this file with the

    level of compliance of the vendor.

    3.1. Definition

    Id # Requirement Comment

    Req 4 The set is based on :

    Connectivity: the equipment is a routerADSL/ADSL2+ connected in its input to abroadband service. It will contain 4 Ethernet10/100 in the LAN side to connect the router tohome network devices.

    Wireless LAN Interface: the equipment will havea wireless LAN interface according the standardIEEE 802.11 n 2.4GHz (2x2). It must becompatible with equipments having wirelessinterface 802.11 b and g.

    Security: Wi-Fi Protected Setup (WPS) andsupporting wireless standards 802.11i .

    FULLY COMPLIANT

    Based on current device

    Amper ASL-26555 already

    delivered to Telefnica

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    Id # Requirement Comment

    USB Port: the equipment will have at list (1)master USB with the following functions:

    - Wireless WAN Interface: In case a 3G USB dongleis connected, it will work as a connectivity backupsolution when no ADSL is available.

    -Printer sharing: In case a USB printer is connected, itwill be shared to all devices connected to theequipment.

    -Disk sharing: In case a USB disk is connected, it willbe shared to all devices connected to the equipment.

    Remote management: TR-069, support. Theconfiguration associated to the connectivity

    services in the router will be remotely managedvia TR069 from the operator ACS, including the3G interface connection configuration.

    User Interface: the equipment should have auser interface base on HTML/JavaScript designedby Telefnica and given to the vendor, that willdeploy it with out any extra-cost

    Design: the equipment should have adifferentiate design, adopting with out extra costthe selected design for Basic Home Station andwhose details will be provided to the selected

    manufacturer.

    3.2. Service Integration

    Id # Requirement Comment

    Req 5In order to use or interact with equipment , customer

    should get access to the user interface.

    The user interface is manageable by using a web

    browser. Each time the end customer access the

    user interface he/she is identify

    FULLY COMPLIANT

    3.2.1. Users

    Id # Requirement Comment

    Req 6

    It will be one kind of user that will have credentials(password) to access to the user interface capable to

    FULLY COMPLIANT

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    Id # Requirement Comment

    change parameters. These credentials will store only

    locally in the Basic Home Station.

    When the user get access to the GUI, he/she will be

    able to see some information in order to know the

    status of his equipment. If he/she would like to do

    some configuration or to see some detail information

    he/she should provide (password)

    3.2.2. User Interface

    Id # Requirement Comment

    Req 7Interfaces Supported:

    The equipment should have user interface accessible

    from a LAN connected device using a supported

    browser:

    Internet Explorer 6 and higher

    Mozilla Firefox (Win, MacOS y Linux)

    Safari (Win y MacOS)

    Google Chrome (Win)

    It will be necessary to have an specific tool in the user

    interface for the technical people within the operator

    to manage and maintain in case of incidentsThe way to access to this technical/maintenance

    space in the GUI should be:

    http://192.168.1.1:8000

    FULLY COMPLIANT

    3.2.3. Local Interface

    Id # Requirement Comment

    Req 8The access to the local interface will be done with a

    web browser from any device in the LAN having two

    different ways:

    Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1

    FULLY COMPLIANT

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    Id # Requirement Comment

    Typing a name for the Basic Home Station: ejem :http://movistarhomestation.

    3.2.4. Technical/Maintenance interface access

    Id # Requirement Comment

    Req 9The access to the local maintenance interface will be

    done with a web browser from any device in the LAN

    having two different ways:

    Typing in the URL field of the web browser thelocal IP address of the Basic Home Station:http://192.168.1.1:8000

    Typing a name for the Basic Home Station, ejem :http://movistarhomestation/tec

    Basic Home Station (BHS) GUI is divided in two

    major blocks:- Welcome and configuration Wizard

    -Configuration Interface

    FULLY COMPLIANT

    3.2.5. Welcome and configuration WizardId # Requirement Comment

    Req 10The first time the user request for a web page from its

    browser the router should redirect to the Local user

    interface where the client should:

    Change the administrator password,

    Configure the SIMs PIN (Personal IdentificationNumber) in the web configuration interface.

    (optional)

    Some other simple home configurationparameters (such us change SSID name or WPAkey).

    In the case where the user enter an incorrect PIN

    (three times) the user interface should ask for the

    PUK (Personal Unblocking Key number)

    Following diagram shows the Wizard site map

    structure. Although final number of steps has not

    been yet closed, these will be not more than 7 steps.

    FULLY COMPLIANT

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    Id # Requirement Comment

    Note: this map is only a reference for the Business

    units

    BHS Wizard incluye the following features:

    -Welcome Step

    -WiFi config

    -Other simple configuration or information steps

    -3G config (when dongle is connected)

    More details about these features will be provided

    after the final vendor selection.

    3.2.6. Configuration InterfaceId # Requirement Comment

    Req 11Following diagram shows the BHS configuration

    interface site map accessible via web browser.

    Note: this map is only a reference for the Business

    units

    FULLY COMPLIANT

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    Id # Requirement Comment

    BHS Configuration interface must include thefollowing features:

    -Help (external browser Windows with contextualized

    help, help TOC and content will be provided by

    Telefonica )

    -Network Map

    -Internet Configuration (configuring PPP username

    and password)

    -Internet Status (visual indicator of the Internet

    connection status in the Network Map)

    -Firewall Level (check and modify the predefined

    Firewall levels)

    -WiFi Status (visual indicator of the WiFi connection

    status in the Network Map)

    -3G Status (visual indicator of the 3G connection

    status in the Network Map)

    -Gateway Configuration (common gateway

    configuration parameters like SSID, DHCP pool, WiFi

    encryption,)

    -Devices Bag (show the set of devices connected to

    the Home Network)

    -Devices Category Icon (identifies each device with a

    different icon according to the kind of device

    category, like HiFi set, laptop, phone)

    -2/3 icons per device category (each category will

    have 2/3 different graphical representations)-Devices Info Tooltip (pop-up to show quick device

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    Id # Requirement Comment

    data in devices bag)

    -Printer Script Auto Installation Download (Printer

    sharing feature will be configured in MacOSx,

    Windows and Linux through configuration wizards.).

    -USB Script Auto Installation Download (USB sharing

    feature will be configured in MacOSx, Windows and

    Linux through configuration wizards.)

    -Filter by connection type (reorganization of devices

    in the devices bag according to the connection type)

    Filter by connected devices (shows only connected

    devices in the devices bag)

    -Device Configuration (simple configuration of eachdevice to assign a friendly name, a device category,

    an icon and to configure the NAT and port forwarding

    for this device)

    -Applications (advanced configuration of NAT and

    port forwarding)

    -Advanced Firewall Configuration

    Telefonica may customize their own default home

    page portal URL.More details about these features will be provided

    after the final vendor selection

    -Other simple configuration or information steps

    More details about these features will be provided

    after the final vendor selection.

    -The vendor selected must provide the GUI to support

    all functionalities requested.

    3.2.7. Multilanguage support

    Id # Requirement Comment

    Req 12Both Wizard and Configuration Interface will be

    implemented in the following languages:-English

    - Spanish-Portuguese

    FULLY COMPLIANT

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    3.2.8. Remarks about the interfaces and provision

    Id # Requirement Comment

    Req 13In The local Basic Home Station Interface (user

    interface and configuration wizard) will have a design

    defined by Telefonica, according its usability criteria

    to permit enjoy services as much people as possible,

    trying to cover those users that dont want to deal with

    technical complex configurations.

    FULLY COMPLIANT

    Barracuda

    3.3. Service Description

    Id # Requirement Comment

    Req 14

    Basic Home Station has a set of its own functionalcapabilities that offers to the end customer the

    possibility to perform some actions/configurations:

    Management of the home network map

    Share USB connected disk

    Share USB connected printer

    Firewall control and Port mapping

    FULLY COMPLIANT

    3.3.1. Managing the home network and network map

    Id # Requirement Comment

    Req 15-Basic Home Station can manage the communication

    between the different home networks, solving the

    complex problem of the interconnectivity.

    -The Basic Home Station will gather information from

    the devices connected to the home network in order

    to obtain: Device Name, connection status, network

    interface used, IP address, MAC Address, etc.

    With that information, the Basic Home Station is able

    to present a graphical representation of the home

    network called home network map. That map will

    help the user to understand at a glance and in a

    graphical way which device is connected to the

    network.Also it should show the status of the equipment

    FULLY COMPLIANT

    Barracuda.

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    Id # Requirement Comment

    reporting:

    ADSL / Internet connection status, connected ornot connected,

    3G / Internet connection status: not connected,SIM not detected, standby, connection GSM,GPRS, EDGE, 3G/HSDPA and magnitude of thereceived signal.

    LAN connected devices and unconnected deviceswith a friendly name and graphical icon

    USB Printer and Disk status.

    In case the client uses the advanced user credentials

    he will have access to change the following

    configuration parameters:

    DHCP server LAN IP address range,

    WiFi SSID name and WPA key (password),

    Basic and advance firewall rules,

    Basic and advance NAT rules,

    Set a Samba name for the shared printer and disk

    3G dongle SIM authentication parameter PIN(Personal Identification Number) and PUK(Personal Unblocking Key) number

    View ADSL & 3G dongle statistics, Bytes /Packets transmitted and received,

    A log file or event log on the router to indicate the3G connectivity times (connection /disconnection) and the cause of it.

    Diagnostic option in the router. Availability of a

    diagnostic option to check the connectivity to theInternet for both WAN interfaces (ADSL2 + and3G).

    3G device name/model and device firmwareversion

    3.3.2. Share USB connected disk

    Id # Requirement Comment

    Req 16 The Basic Home Station will allow sharing USB connected disks with alldevices connected to the LAN (Ethernet and WiFi) using SAMBA

    FULLY

    COMPLIANT

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    Id # Requirement Comment

    protocol (Server Message Block (SMB), also known as Common InternetFile System, CIFS) .The supported disks file systems should be FAT32, EXT2, EXT3 andNTFS.With just a click users can share files from USB disks between all the

    computers connected to the local network.

    3.3.3. Share USB connected printer

    Id # Requirement Comment

    Req 17The Basic Home Station will allow sharing USB connected disks printers

    with all devices connected to the LAN (Ethernet and WiFi) using LPD

    (Line Print Daemon) protocol.The supported printers should be at least the one appear in the following linkhttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/database

    introwhich leads tohttp://www.openprinting.org/printers

    FULLY

    COMPLIANT

    3.3.4. Firewall

    Id # Requirement Comment

    Req 18The user will be able to establish firewall and NAT rules applicable to

    every connected device base on its MAC address. In the case the IP

    address of a particular device changes, the device should keep its

    firewall and NAT rules.

    FULLY

    COMPLIANT

    3.4. Casing Design

    Id # Requirement Comment

    Req 19The equipment should have a differentiate casing design, adopting

    (with out any extra cost) the selected design for Basic Home Station

    and whose details will be provided to the selected manufacturer.

    It is desirable to have an industrial design that allows horizontal and

    vertical installation. Having said that, the home installation feasibility

    and 3G signal strength should prevail over the horizontal & vertical

    design requirement. During the RFQ process this decision should be

    taking by Telefnica .

    FULLY

    COMPLIANT

    Pillow

    3.5. Labels

    Id # Requirement Comment

    Req 20The router should include a label in the rear side of the casing with at

    least the following information:WiFi SSID and WPA Key (password)

    FULLY

    COMPLIANT

    http://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.openprinting.org/printershttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintrohttp://www.linuxfoundation.org/collaborate/workgroups/openprinting/database/databaseintro
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    Id # Requirement Comment

    Telefonica will specify the complete information in the label after

    awarding.

    3.6. Remote ManagementId # Requirement Comment

    Req 21The Basic Home Station incorporates capabilities that allow the

    operator its remote management and maintenance using the TR-069, .

    Also the equipment it should be integrated with the country specific

    Auto Configuration Server (ACS).

    With this system the operator will be able to do the following actions:

    Monitoring

    o Identify LAN connected devices (WiFi and Ethernet),

    o ADSL / 3G connection status

    Fault detection

    Equipment configuration:

    o Return to factory setting

    o Firewall rules setting and erasing

    o NAT rules setting and erasing

    o WiFi configuration, SSID and WEP

    o DHCP configuration

    o 3G interface configuration

    Equipment firmware upgrading

    FULLY

    COMPLIANT

    3.7. Connectivity

    3.7.1. ADSL Interface

    Id # Requirement Comment

    Req 22The equipment should be interoperable with the following network

    infrastructures used by Telefonica: ADSL , ADSL2 and ADSL2+.FULLY

    COMPLIANT

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    3.7.2. ADSL Interface IP Encapsulation

    Id # Requirement Comment

    Req 23The router should support the following IP encapsulation in its ADSL

    interface:

    o RFC 2516: dynamic IP address (PPPoE). The offer must includethe PPP client needed

    o RFC 1483r: for static IP address

    o PPPoA

    o IPoEoA for Local-loop unbundling (LLU)

    FULLYCOMPLIANT

    3.7.3. Radio electric interface

    Id # Requirement Comment

    Req 24

    The router should support the wireless standard 802.11 n2.4GHz (2x2) in the last available version (minimum draft 2.0)certified by the WiFi Alliance, supporting wireless standards802.11i and 802.11.e, and will have authentications methodsbased on IEEE 802.1x/EAP and encryption WPA2.

    The hardware should include the capability of migrate 802.11nDraft 2.0 (minimum requirement) to the future 802.11n standardbase only on a firmware upgrade.

    The router will be compatible with other equipments supportingthe wireless standard 802.11 b and g

    WPS feature as user-friendly method to establish the WiFiconfiguration shall be provided in PBC (Push ButtonConfiguration) mode.

    The equipment must have an SSID pre-configured and analphanumeric WPA encryption key. This key has to be uniquefor each equipment unit.

    FULLY

    COMPLIANT

    3.7.4. Wireless security

    Id # Requirement Comment

    Req 25The router will be provided with a Wi-Fi Protected Setup feature that

    makes setting up a secure network quick and easy.FULLY

    COMPLIANT

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    3.7.5. UpnP IGD

    Id # Requirement Comment

    Req 26The router must support UPnP IGD (Internet Gateway Device) protocol

    for identify and discover the IP devices in the home network..FULLY

    COMPLIANT

    3.7.6. 3G Back up connectivity

    Id # Requirement Comment

    Req 27The Concerning 3G backup the ADSL router should support Automatic

    configuration of the device just after plugging the 3G dongle. There

    must not be necessary to configure any parameters to use the USB

    3G/HSDPA device but the SIMs PIM.

    Failover support set by default with the following functionality:

    When the ADSL line is not available (or there is no internetconnectivity through it) and after a traffic demand, a 3G connectionmust be established automatically.

    As soon the ADSL interface is restored and internet connectivity isavailable through it, the ADSL interface should be the defaultinterface for the internet traffic. Then the 3G interface should beswitched off automatically.

    The 3G interface should be disconnected in case of inactivity timeout.

    Telefonica could configure remotely the idle time required to produce

    such disconnection.

    The ADSL router with 3G backup must allow the network to establish

    geographic boundaries (per cell) for 3G connectivity. Outside the

    allocated cells, 3G connectivity may be rejected or low quality.

    The equipment should support all the 3G USB devices that will be

    agreed with Telefnica

    (http://movilforum.com/escritoriomovistar/ ).

    The equipment should support the ability to add more 3G USB devicedrivers through firmware update

    FULLY

    COMPLIANT

    3.7.7. Supported services

    Id # Requirement Comment

    Req 28The device should implement the technical functionality needed to

    provide already existing Telefonica services:

    Voice PSTN,

    IPTV

    FULLY

    COMPLIANT

    http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/http://movilforum.com/escritoriomovistar/
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    Id # Requirement Comment

    Broadband

    Videomonitoring

    Video phone call

    Traffic Prioritization per port: the right to set the priority for each port, so

    that the devices connected to gateway can have the different priority.

    TR-NETRQ-OTHER-023. This will be included in the technical

    specification.

    3.8. Hardware

    Id # Requirement Comment

    Req 29The equipment will have to accomplish with the technical regulation that

    Telefonica considers necessary to keep it in good working order according

    the final set of services offered by Telefonica and accomplishing the

    current regulation for the certification. Additionally, the equipment should

    be certified by the country regulatory agency.

    The router must include in the back side according to the casing design the

    following ports and connectors:

    Input line port (WAN) to access the ADSL/ADSL2+ broadband accesswith a RJ11 connector and connected to the client splitter.

    Switch 4 LAN Ports: Ethernet 10/100BaseT supporting auto cross-overMDI/MDI-X cable detection

    One master USB 2.0 port with the needed drivers to support a donglefor 3G mobile connectivity.

    The router must contain an independent physical button toenable/disable the wireless (WiFi) interface. The same button will beused to activate the simplified configuration WPS method.

    The router must contain a microbutton to restore the factory or defaultconfiguration (reset function)

    In relation with the casing:

    The router should be provided with nonslip supports on its base.

    The router should contain wireless antennas for the WiFi interface(some OBs will be required mandatory external antennas, and otherswill accept internal antennas).

    The router should include LEDs to inform the router status (See 0) in the

    front side. The light intensity of the LEDs associated to the router

    operation must be not so high that can disturb the users, but it must ensure

    FC

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    Id # Requirement Comment

    indicative functionality.

    LED Colour Mode StatusPower Red/Green

    Off Router powered off

    Blinking 2Hz Red Failure on Power On Self Test

    Solid Green Router powered on correctly

    Wifi Green

    On Wi-Fi connection is available

    Off Wi-Fi connection is not available

    Blinking green Negotiation or traffic on line

    3G Red/Green

    Blinking green Negotiation

    Solid green Up

    Quick blinking green Tx/Rx traffic on line

    Solid red Authentication failed

    Off Traffic through broadband interface

    Broadband Red/Green

    Blinking green PPP/DHCP negotiation

    Solid green PPP/DHCP up

    Quick blinking green Tx/Rx traffic on line

    Solid red Authentication failed

    Ethernet GreenOn Ethernet connection is available

    Off Ethernet connection is not available

    DSL Green

    Off Router powered off

    Blinking 2Hz No line detected

    Blinking 4Hz Line training

    Solid Line up

    WPS Red/Green

    Solid Green WPS Active

    Blinking 2Hz Green WPS Negotiation Open

    Solid Red (20 seconds) Problems on WPS registration

    Off WPS Functional ity Disable

    Table 2 . LEDs description

    A 2 Hz blinking Green-Red round should inform the firmware updating and

    flash memorywriting

    3.9. Standard Packaging

    3.9.1. Standard Packaging

    Id # Requirement Comment

    Req 30In general terms, the router kit will be composed by, but every country

    could specify it own needs:

    Equipment, Basic Home Station with our design

    Power supply: with indicative voltage and name of the router.

    1 Grey ADSL Cable (1.5m-1.8m).

    1 Yellow Ethernet Cable (1.5m-1.8m)

    Labels :(supply chain , activation and box labels).

    1 combined filter and 1 simple filter

    Installation guide following Telefonica s corporate identity. The

    FULLY

    COMPLIANT

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    Id # Requirement Comment

    manual must clearly reflect the different 3G USB compatible withthe routers and inform advance user factory password (typically1234). The guide must be printed.

    Guarantee card

    Four-color Sleeve (packaging with Telefonica corporate identity andcomplying Telefonica normative)

    Box

    Quotation Optional elements

    Quotation for a CD (configuration process, drivers and information)

    Quotation for extra filters (2nd & 3rd)

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    4. Technical Requirements

    Please find below all the technical requirements in the excel file (Adquira).

    It is required to the vendor to answer in the column F of this file with the level of

    compliance of the vendor.

    Please remember that the Column Details and Comments shall be in column D for

    Spanish, column E for.

    For the power supply unit, the mentioned specification ERQ.c1.0 001 3rd edition / Jul

    2011 for Universal Power Supply mentioned on requirement TR-GENRQQ-

    POWSU-012 of the Technical Requirements can be find below:

    Also, regarding the dimensions of the PSU, to clarify what is specified on the above

    specification, following the picture showing how to use the dimensions specified:

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    Id# Requirement Comment

    Req 31 Please provide information about the mark and model of

    the chipset and also the memory of the device you have

    included in the technical requirements answer.

    Omission of this information will result in a non-compliant

    evaluation of that question.

    Ralink (Trendchip)

    Req 32 Please provide a block diagram of the box offered with at

    least this information (in case of some of them be

    embedded on the Main Chipset, please inform), including

    type of connection between modules

    Main Chipset Chipset Vendor and Model

    WiFi 2,4GHz Chipset Chipset Vendor and Model

    LAN Ethernet Interfaces Chipset

    Chipset Vendor and

    Model

    ADSL Interface Chipset Vendor and Model

    Antennas quantity and position (internal or external)

    USB Ports quantity supported and offered

    DiagramaBloques_BHS_12M.pdf

    Req 33

    4.1. Quality Assurance

    Id# Requirement CommentReq 34 The supplier must be able to demonstrate compliance to

    all relevant ISO9000 standards.

    Provide evidence of relevant certification held.

    FULLY COMPLIANT

    Req 35 The supplier shall take all necessary and reasonable steps

    to address weaknesses exposed by the QA audits.

    FULLY COMPLIANT

    Req 36 The supplier shall maintain their own quality improvement

    plan and quality audits in order to drive demonstrable

    improvement in the quality of the service and solution.

    These shall be regularly shared with TELEFONICA and

    open to review at TELEFONICA request.

    FULLY COMPLIANT

    4.2. Initial Training

    Id # Requirement Comment

    Req 37 The Vendor shall provide suitable training for

    TELEFONICA staff prior to commencement of its testing

    phase. A draft syllabus shall be delivered to

    TELEFONICA one week before the start of training.

    Such training shall be sufficient to ensure that

    TELEFONICA staff are able to:Understand the hardware and software implementation

    FULLY COMPLIANT

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    Id # Requirement Comment

    (build).

    Have an understanding of the function of the hardware

    and software components.

    Perform the tests on the hardware and software.

    4.3. Security Requirements

    Id # Requirement Comment

    Req 38 It shall be provided full point to point response to the

    attached document regarding Security Requirements

    BHS-12M-L_Securityrequirements.docx

    BHS-12M_Securityrequirements.docx

    5. Testing & Acceptance (Certification and Field Trial)

    The following requirements relate to initial solution acceptance. For all of the

    requirements you must reference the technical environment that will be used to

    manage the particular phase of testing.

    Id # Requirement Comment

    Req 39 The supplier will have one month after being selected to develop the

    device and send to Telefonica for certification tests. Should any

    failure been detected during the tests, the provider shall correct

    them. In case the provider is not able to correct this fails after a

    second trial, the vendor will be discarded.

    FULLY

    COMPLIANT

    Req 40 For the local certification process, all Telefonica OBs will be selected

    to perform laboratory tests.

    FULLY

    COMPLIANT

    Req 41 The field trial will start three months after the awarding and estimated

    duration will take one month.

    FULLY

    COMPLIANT

    Req 42 All awarded vendors will be required to pass through

    certification processes in local certification laboratories.

    Failure in this process in one of the OBs might lead to

    disqualification of the vendor for all OBs.

    The vendor must pass through the local certification

    process carried by the Countries, by the TR069

    FULLY

    COMPLIANT

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    Id # Requirement Comment

    certification process which will be carried by Motive

    Laboratory (for LATAM), by Ericsson or Alter or

    AT4Wireless or Centum or dBm or Tecnalia Laboratory

    (for Spain) and Ericsson (for Chile)., and must passthrough third part certification lab (for Spain and Brazil).

    Regarding the local certification:

    The estimated cost of those homologations

    (TR069 and third part lab) is 90k (Motive -

    20k, Ericsson for Chile - 20k, Indra for Spain . -

    20k, third part labs for Spain -30k) plus a third

    part lab for Brazil costing R$40k.

    It is required that the vendor delivers the BHS

    homologated with the features required on the

    RFQ (homologation of the first version of the

    firmware and hardware of the BHS ready for

    deployment)

    In case that are detected bugs on the BHS during

    the deployment, it is required for the vendor to

    resolve those bugs and provide the new

    certification for the BHS (if needed), in order to

    assure that the BHS delivered is fully

    homologated

    The local homologation process will evaluate the

    hardware (components, physical layer characteristics,

    accessories, etc) and the software (user interface,

    remote management, service implementation,functionality, bugs, etc). The Motive, Ericsson and Indra

    lab homologation will verify the TR069 compliance for

    implementation on Telefonica network of the BHS, and

    for Spain and Brazil implementation third part labs will

    evaluate hardware and software characteristics as well

    (other countries will perform hardware and software

    homologation on Telefonicas environment at each

    country).

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    Id # Requirement Comment

    The vendor will be considered enabled to provide to

    Telefonica, after its successfully passed through all

    certification process.

    Also, is required that the vendor fully commit and pass

    through the regulatory certifications that are required on

    the countries that the BHS will be delivered.

    6. In Life ManagementTelefonica require that an appropriate End to End service based on the following

    principles be delivered to for the Basic Home Station.

    Principles

    Clear identification of the BASIC HOME STATION elements.

    Clear roles and responsibilities for the delivery of BASIC HOME STATION.

    Clear documentation of all relevant BASIC HOME STATION elements.

    Aims

    Deliver the Basic Home Station with a clear ITIL-based service management methodology.

    Eliminate grey areas of responsibility between TELEFONICA and the Supplier.

    Construct a BASIC HOME STATION Schedule that can be updated as the BASIC HOME

    STATION evolves.

    6.1. General Supplier Management

    Id # Requirement Comment

    Req 43 The supplier shall ensure that the following key roles are

    available and staffed with unconditional continuity:

    Account manager. Technical responsible.

    Test Manager.

    The above roles shall be defined as Key Personnel for

    the purposes of the Agreement.

    FULLY COMPLIANT

    6.2. In Life Change Management

    The supplier must use a defined change methodology which should include or

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    deliver:

    High levels of right first time delivery based on agreed requirements using an agreed,

    contractual SLA remedies for not achieving this will be specified within this RFQ.

    Exceptional time to market for regular changes.

    Clear documentation of all end to end new services and their implementation.

    Extension of technical design to deliver the end to end service even if this means raising

    dependencies on TELEFONICA or additional 3 rd parties and validating their elements of the

    end to end design.

    Clear visibility of future change roadmap and timescales.

    Availability of business and technical change consultancy to look at viability of possible future

    changes.

    Prioritisation and delivery options for future changes.

    Exploitation of current solutions to complement operational strategies and objectives.

    Id # Requirement Comment

    Req 44 The supplier must hold a clear set of architectural

    principles for future change to be evaluated against.

    These principles must be declared as part of the

    contract and it is expected that they align to the key

    objectives set out in this RFQ (quicker time to market,

    lower cost, higher quality).

    The principles must be agreed with TELEFONICA and

    regularly reviewed.

    FULLY COMPLIANT

    Req 45 Describe how you would ensure that your changecapacity can scale to meet TELEFONICA s demands.

    What constraints, if any, would you impose on

    TELEFONICA ?

    FULLY COMPLIANT. The

    new capabilities that may

    be required will be

    analyzed on time, being

    implemented in the

    equipment in the shortest

    time possible, respecting

    the mutual commitments

    and delivery forecasts.

    Req 46 The supplier shall provide in life consultancy services to

    TELEFONICA for future changes as part of the contract.

    What key skills would you bring and how would you

    apply them?

    FULLY COMPLIANT. With

    the partnership of Amper

    the consultancy services

    requested are assured as

    we have enough

    resources to provide

    services to Telefnica as

    requested in the RFQ.

    Req 47 The supplier should fully test in life changes before

    handover to TELEFONICA for user and acceptance

    testing.The supplier should assume to adhere to the standard

    FULLY COMPLIANT

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    Id # Requirement Comment

    conditions valid for all Telefonica OB countries

    where the Service is deployed.

    Act as an escalation point in relation to any

    commercial issues that require management

    intervention or attention.

    Attend the Account Review meetings for

    analyse and improve the relationship to

    Telefonica.

    Provide all the relevant reports including the

    actions that the supplier carries out, when the

    supplier commits planning delays or the

    services fail.

    Please provide the name of the Global AccountManager.

    Technical and Service Delivery Manager/Relationship

    manager

    Req 52 The Supplier shall provide a Service Delivery Manager

    as the prime interface between the Supplier and

    TELEFONICA, who shall act as a single point of contact

    where reasonably practicable, with overall responsibility

    for all TECHNICAL aspects worldwide.

    The Supplier shall provide a Service Delivery Manager

    as the prime interface between the Supplier who shall

    act as a single point of contact where reasonably

    practicable, with overall responsibility for all TECHNICAL

    aspects all over China.

    The Technical and Service Delivery Manager will be

    responsible for the following activities:

    Manage and supervise the BASIC HOME STATION

    developments to TELEFONICA . Ensure incidents and problems are managed and

    resolved

    Act as an escalation point in relation to any issues

    which require management intervention or attention

    Agree and manage changes and amendments to the

    BASIC HOME STATION features in accordance with the

    change procedure in collaboration with TELEFONICA .

    Review the performance of the BASIC HOME

    STATION with TELEFONICA using agreed review and

    reporting toolsets.

    Victor Domnguez

    Richards (Technical

    Director)

    Jos Agustn Pars

    Fernndez (Product

    Manager

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    Id # Requirement Comment

    Ensure documentation is kept current and

    disseminated accordingly to the relevant Persons

    Please provide the name of the Service Delivery

    Manager/Relationship Manager for Telefonica

    Account Reviews

    Req 53 The Supplier shall attend regular account reviews with

    TELEFONICA .

    Account reviews wil l review the overall effectiveness of

    the service, service governance and the TELEFONICA

    /Supplier relationship. They shall also review the medium

    and long term roadmaps for the services and the

    relationship.These shall be convened as required by TELEFONICA ,

    generally 1 monthly.

    The account reviews will be jointly Supplier and

    Telefonica and the goal will be:

    General review

    On going actions

    Corrective actions

    State of all territories deployments

    Telefonica will coordinate the meetings.

    FULLY COMPLIANT

    Escalation

    Req 54 The Supplier shall provide escalation routes for

    operational and for commercial issues for Telefonica .

    FULLY COMPLIANT

    Service Improvement Programme

    Req 55 The Supplier shall operate an BASIC HOME STATION

    improvement programme.

    FULLY COMPLIANT

    Req 56 Following the first Account review the Supplier shall

    produce a BASIC HOME STATION improvement plan

    which shall be an evolving document through the life of

    the agreement and will capture input from accountreviews, satisfaction surveys and problem

    management. The plan will be reviewed by

    TELEFONICA during the regular Account Review. The

    aim of this plan will be to improve quality of product

    FULLY COMPLIANT

    Management

    Req 57 The supplier shall clearly identify all key personnel

    working on the project, their role, competencies, past

    experience and contact details. This information is

    required for the RFQ response.

    FULLY COMPLIANT

    Victor Domnguez

    (Technical Director)

    [email protected]

    Jos Pars (Product

    mailto:[email protected]:[email protected]:[email protected]
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    Id # Requirement Comment

    Manager)

    [email protected]

    Valentn Arnanz

    (Account Manager TdE)

    [email protected]

    Phone: 91 724 30 00 / 50

    Req 58 The supplier must have a clear escalation procedure in

    order that TELEFONICA can manage any impacts to

    time, costs and quality during the project.

    FULLY COMPLIANT

    Amper as a ISO 9000

    company and It has as

    part of its Quality System

    the internal change

    control procedures in

    order to control all the

    changes performed in theproduct during the

    development phase and it

    aligned with the our

    quality standards.

    Req 59 The supplier shall identify a clear change management

    procedure to manage any changes to the scope of the

    project.

    FULLY COMPLIANT

    Ampers is an ISO

    9000/9001 company and

    have it own Quality

    Assurance System, as

    part of that system there

    are a number of internal

    procedures for change

    control. These procedures

    assure that any change

    performed in the product

    will have not impact on

    the Quality of the product

    itself.

    Req 60 The supplier shall be responsible for ensuring that allend user requirements are reasonably understood and

    any compromises or gaps from the current solution are

    clearly identified, described and agreed with

    TELEFONICA

    FULLY COMPLIANT

    6.5. Operational Reporting Requirements

    Id # Requirement Comment

    Req 61 The Supplier shall provide ways of recovering damaged

    devices. This could be done by a local partner or local

    FULLY COMPLIANT

    In case of an epidemic

    mailto:japar%C3%[email protected]:japar%C3%[email protected]:[email protected]:[email protected]:[email protected]:japar%C3%[email protected]
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    Id # Requirement Comment

    infrastructure from the Supplier.

    If Telefonica request to do it by ourselves, supplier

    should transfer the related knowledge and skills to

    Telefonica

    problem in the product

    delivered and depending

    of the kind of problem

    there are two possible

    ways to proceed: If it is

    determined that the

    problem can be fixed by a

    SW upgrade we will

    performer locally. If the

    problem has to be fixed

    by a change in the HW

    this will be done in the

    factory in order to assure

    the quality standard ofour company.

    6.6. Incident Management

    Id # Requirement Comment

    Req 62Supplier will provide the capability for TELEFONICA to

    log incidents and view / request progress updates via

    TELEFONICA s fault management system.

    FULLY COMPLIANT

    Amper will provide

    Telefnica with the

    resources needed in

    order to assure that

    incident and problems

    can easily reported and

    that a follow up is put in

    place.

    Req 63Q: Describe the methods that will be made available by

    Supplier for TELEFONICA to raise support calls and

    view / request progress updates.We suggest via web site, green telephone number and

    e-mail

    Amper offer Telefnica

    with two alternatives:

    Web site and

    Mailbox

    Req 64All incidents reported by TELEFONICA shall be logged

    by Supplier in an incident management system. Each

    incident will be assigned a unique reference number by

    TELEFONICA which will be kept as part of the case title

    when logged by Supplier to make cross referencing

    between Supplier and TELEFONICA easier. This

    reference shall be quoted in all correspondence between

    FULLY COMPLIANT

    In the following there is

    brief description of the

    solution proposed for the

    management of incident

    and problems.

    The tool proposed is

    based on Internet by

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    Id # Requirement Comment

    TELEFONICA and Supplier. Supplier shall provide

    TELEFONICA with its reference number so that

    TELEFONICA can record that on the TELEFONICA

    records

    mean of a specific WEB

    site. This site will have a

    secure access and a valid

    user and password will be

    required for login into.

    Once the user is logged

    into the page, He/she will

    be guide throw a number

    of menus and forms that

    need to filled it in order to

    store, track and follow up

    the incident.

    In that respect the user

    will be requested to enterinformation such :user

    name, location , country,

    brief description of the

    problem or incident, level

    of severity of the problem

    (on a range of 1-10), other

    relevant information that

    would help to speed up

    the solution of the

    problem will be requested

    to the user. Once the user

    has finished to enter of

    the information a ticket

    with a number of incident

    will be assigned and the

    time stamp will be

    displayed (both local time

    and country of origin

    time) at that point the

    clock runs for resolution

    Depending of the level of

    severity of the incident or

    problem the response

    time will be determined.

    In general terms the time

    for resolution is maximum

    16 hours from (Monday to

    Friday) and 48 hours in

    case of Saturday and

    Sunday.

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    Id # Requirement Comment

    Once the answer for the

    resolution has been

    provided to Telefnica the

    clock stops and finally

    with the ACK of

    Telefnica the

    incident/problem is

    closed.

    At any point of time the

    user can log into the

    system and check for

    status of the resolution

    by means if the number of

    incident.

    Req 65Q: State what hours the support service available and

    the hours for logging incidents and gaining updates.

    The log system of

    incidents and the answer

    will work through the Web

    site and the Mailbox (24

    hours). For more

    information please see

    answer to Req. 62 above.

    Req 66

    Supplier shall ensure that incidents and events loggedthrough any one of its support centres can be accessed

    and updated by any agent in any support centre as

    required to provide the required support cover to

    TELEFONICA

    Our Web site is

    transparent to the user

    and it will allow any user

    of Telefnica to check in

    real time the status of

    resolution for any

    incident.

    Req 67Q: State what provisions are made for handling high

    priority incidents outside these hours?

    In due course it will be

    provided a green

    telephone with centralizedattention in Spain.

    Req 68Q: Provide an overview of the call logging and

    management process that shall be deployed to provide

    this service and details of the information that will be

    requested from TELEFONICA upon logging a call.

    A brief description of the

    process proposed has

    been included in our

    answer to Req. 64 above.

    Further more detailed

    information can be

    provided to Telefnica

    upon its request.

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    Id # Requirement Comment

    Req 69Call priorities shall be assigned by TELEFONICA at time

    of logging. In the event of a dispute over priority,

    TELEFONICA s assignment will be accepted until

    agreement is reached.

    See TELEFONICA s incident priority guidelines are

    stated below Incident Priority Guideline Definition

    Table.

    FULLY COMPLIANT

    Req 70Supplier shall operate to the incident response and

    restoration targets defined in the table at the end of this

    section Incident Response and Restoration Targets.

    FULLY COMPLIANT

    Req 71For the purposes of measuring the service levels from

    Supplier, the incident clock shall start when the incident

    is reported to Supplier by TELEFONICA .

    FULLY COMPLIANT

    Req 72The incident clock is stopped when an acceptable

    resolution has been provided to TELEFONICA . If a

    resolution transpires to be not reasonably acceptable to

    TELEFONICA then upon being informed by

    TELEFONICA Supplier will re-start the clock from the

    previous time when it was stopped (note, not re-start the

    clock)

    FULLY COMPLIANT

    Req 73Incidents are only closed once confirmation has been

    given by TELEFONICA that the solution has resolved

    the initial incident.

    FULLY COMPLIANT

    Req 74Where Supplier needs further information or actions

    from TELEFONICA then Supplier may stop the incident

    clock from the point that the request has been made to

    TELEFONICA to the point that a response has been

    received.

    FULLY COMPLIANT

    Req 75Provide an overview of your major incident process.

    At present we have an

    experience of more than 6

    years in Call Center for

    the incidences of the

    current equipment

    supplied to Telefnica

    (Router Wifi 4 port and

    Router 1 port, USB and

    PLC adaptors, Dect

    Phone (Famitel), etc.)

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    Incident Priority Guideline Definition Table .

    Priority Impact Business Impact

    1 All Major incidents. That kind of incidents not allowing to properlyoperate the BASIC HOME STATION

    2 All Medium incidents. Incidents disturbing the suitable operation or

    working of the BASIC HOME STATION

    3 All Minor incidents. Incidents with low impact in the suitable operation

    or working of the BASIC HOME STATION, and improvements in

    operation and working

    Incident Response and Restoration Targets.

    Priority Response Time Restoration Support Hours

    Priority 1 24 hours 72 hours Standard Support Hours*

    Priority 2 48 hours 5 working days Standard Support Hours*

    Priority 3 72 hours 10 working days Standard Support Hours*

    * Standard support hours are 08:00-20:00 Monday to Friday excluding bank holidays

    6.7. Problem Management

    Id # Requirement Comment

    Req 76 Supplier shall operate a problem management process,

    where problems are the underlying causes of single or

    multiple incidents. Problems may also be identified as

    underlying causes of possible future incidents.

    FULLY COMPLIANT

    As stated above in our

    answer to Req. 64 a

    complete incident

    management is offered to

    Telefnica. The result for

    the incidents is internally

    evaluated using metricsof quality for the

    responsible of Quality

    assurance in Amper

    following our internal

    quality standards. As a

    minimum the following

    processes have to be

    met:

    1.- Analysis of possible

    causes of failures

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    Id # Requirement Comment

    2.- Analysis if the problem

    is a individual problem or

    not.

    3.- Application of test

    cases

    4.- Most likely cause of

    problem and resolution

    5. Follow up.

    Req 77 Q: Describe your approach to problem management. Analysis to know the

    incidence range and

    determinate the adequate

    solution.Req 78 Where a permanent fix is required to an incident that has

    been closed because an acceptable temporary fix or

    workaround has been provided then, a problem is raised

    to manage the delivery and deployment of the

    permanent fix.

    FULLY COMPLIANT

    Req 79 Problems are raised for all P1s.Supplier shall provide

    root cause reporting for any P1 incident that has been

    diagnosed as being the responsibility of Supplier to

    resolve. These shall be provided within 3 working days

    of the fault occurring and shall be forwarded to the

    contact point defined in the operational procedures. The

    format and content of the report shall be as agreed in

    the operational procedures and shall as a minimum

    contain:

    Incident Ticket number.

    Severity Level of the incident.

    Service that is affected (e.g. the portion of the software

    affected and the potential impact on End Users);

    Cause of the incident (if known);Corrective procedure undertaken.

    Any follow up actions to ensure the incident will not

    happen again.

    FULLY COMPLIANT

    6.8. Release Management

    Id # Requirement Comment

    Req 80Q: Describe your approach to release management.

    For the product proposed

    it is foreseen a no changeon the HW of the

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    Id # Requirement Comment

    equipment will be needed

    during the life cycle of the

    product. Each new SW

    release will be tested

    internally and released to

    Telefnica for further

    testing, validation and

    approval.

    Once the release is

    formally approved it will

    be released for

    production.

    All the SW releases will

    be tested in the lab.Telefnica decides the

    environment desired.

    Req 81Any maintenance releases will have no adverse impact

    on existing system functionality or operability.

    FULLY COMPLIANT

    Req 82At time of release the Supplier shall outline the steps by

    which subsequent changes required to the live solution

    shall be moved from a development environment to a

    reference environment and finally into a liveenvironment. In addition, the supplier shall provide

    documented evidence of the testing that took place,

    along with the pass/fail information, and a proven.

    Tested rollback procedure in the event of unsuccessful

    deployment.

    FULLY COMPLIANT

    Req 83Supplier shall indicate if future deployments can be

    carried out automatically.

    FULLY COMPLIANT

    A new SW release will not

    be released to production

    without the prior approvalof Telefnica.

    Req 84Supplier shall supply TELEFONICA with Releases in

    machine-readable form together with related

    amendments to the Documentation when and if made

    generally available. With each Release the Supplier will

    provide the release notes that would allow an

    appropriately trained TELEFONICA technical resource to

    understand the nature of the Release and technicalimplications when appropriate. These Release notes

    FULLY COMPLIANT

    In SW release will include

    all necessary

    documentation according

    to our standards of

    quality including but not

    limited to the new

    functionality.

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    Id # Requirement Comment

    must include the software version, with all the

    functionalities that have been added, removed or

    modified.

    Req 85Once under a maintenance agreement, Supplier shall

    highlight where upgrades to new s/w versions have

    dependencies on other areas of software or hardware

    (e.g. changes to required o/s or hardware

    specifications).

    FULLY COMPLIANT

    The project is foreseen in

    such a way that any SW

    release will be backward

    compatible as a unique

    HW version for the

    equipment has been

    developed

    Req 86Q: Identify the types of releases which are included in

    the maintenance service and any which may be subject

    to additional charges.

    Not applicable

    Req 87Q: Provide details of your routine maintenance release

    timetable.

    Not applicable

    Req 88Q: Provide an overview of your approach to testing and

    release management for maintenance releases and

    fixes.

    Not applicable

    Req 89When upgrades are provided to TELEFONICA , Supplier

    shall verify the revised software stack to their greatest

    extent, so that TELEFONICA only need to conduct that

    testing that is directly relevant to the TELEFONICA

    environment.

    FULLY COMPLIANT

    6.9. Availability ManagementId # Requirement Comment

    Req 90Supplier is responsible for management of the

    availability of the products and services provided to

    TELEFONICA .

    The Supplier products shall be available 24x7x365.

    FULLY COMPLIANT

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    6.10. Support and Maintenance

    Id # Requirement Comment

    Req 91 Q: The Supplier should provide an outline description of

    their support & maintenance service.

    Local SupportThe supplier should provide local support on the

    geographical locations from which TELEFONICA will

    execute the Technical Qualification.

    The supplier must provide local support in the

    geographical locations where TELEFONICA will deploy

    their BASIC HOME STATIONs.

    For Telefnica Espaa the support location for

    technology validation and certification will be Madrid.

    For Telefonica the support area for commercial

    operation will be all the Telefonica Group territories.

    For Telefonica LATAM the support location for

    technology validation and certification and the support

    area for commercial operation will be in all countries

    where Telefonica provides Fix Broadband service,

    currently Brazil, Argentina ,Chile; Colombia, Per

    For Telefnica O2 the support location for technology

    validation and certification will be in London for UK and

    and Prague for Czech Republic..

    FULLY COMPLIANT.During the certification

    process Amper will

    assign technical

    engineers for supporting

    Telefnica any query or

    aspect related to the

    certification.

    Req 92 It is required that the supplier provides local professional

    services on the geographical location from which

    Telefonica will execute the Technical Homologation.

    This local professional service shall be provided by the

    presence of a technician from the supplier placed at the

    same site from Telefonica testing/homologation team, in

    order to help to identify and resolve problems during the

    homologation for a quick response time and

    effectiveness of solutions. This technician will be

    responsible for:

    Identify and map problems that appears during

    homologation tests those activities will be done

    together with Telefonica team

    Propose solution to the identified problems and try

    to solve the problems on site

    Interface with development team from supplier in

    order to provide de most detailed problem report

    as possible and to get the feedback and implement

    the fixes proposed by this team

    The local professional service is required for the local

    FULLY COMPLIANT

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    Id # Requirement Comment

    homologation tests of the BHS and for homologation of

    new Software releases.

    For the first homologation of the BHS box, it is

    required that the technician be present during all

    the homologation phase since the day 1 of the

    tests to the last day of the homologation unless the

    OB indicates a shorter period

    For new software (firmware) releases, it will be

    required the presence of the technician if during

    the tests are detected complex resolution

    problems or if detected that the remote resolution

    is not been provided with adequate time and

    quality

    o This diagnostic of local professional serviceduring the validation of new software releases

    should be agreed between both parts

    o After agreement, the technician should be

    present on Telefonica facilities no later than 5

    working days from the agreement to the arrival

    and should be present for the remaining time of

    local homologation

    Req 93 The LEVEL 1 technical support team must use the

    country native language where Telefnica will execute

    the Technical Qualification.

    Portuguese for Telefonica Brazil, Spanish for other

    LATAM countries and English for European countries.

    The LEVEL 2 and 3 technical support could be done in

    English or Spanish for Telefonica OBs.

    FULLY COMPLIANT

    Req 94Telefnica require the next support dedication:

    Technical Qualification Phase: equivalent

    dedication of 5x8 resources (5 days a week x 8

    hours a day).

    Commercial Phase: equivalent dedication of

    5x4 resources (5 days a week x 4 hours a day)

    One person will be

    assigned for answer anyquestion or query

    Telefnica could have in a

    5x8 duty.

    Req 95The supplier could handle the inbound call through the

    next methods:

    Call centre. Toll-free number to send incidents

    and support request.

    Web site design to send incidents and support

    The method Amper will

    use is WEB site.

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    Id # Requirement Comment

    request.

    Email. Mailbox to send incidents and support

    request.

    Application Support

    Req 96 The Supplier shall provide support for all solution

    components.

    FULLY COMPLIANT.

    Software Management

    Req 97 Q: The supplier should provide an outline description of

    t